How to make a complaint
When we receive suggestions about improving the way we work, or praise for a job well done, we feed it back into our business improvement procedures. We take complaints very seriously and deal with any criticisms positively and proactively. Our formal complaints procedure is available on request, but essentially:
- We will acknowledge your complaint within five working days of receipt
- We aim to resolve complaints within 40 working days
- Once we have fully investigated your complaint, we will respond with a decision
Although most concerns can be resolved quickly, more detailed enquiries are occasionally needed. If this is likely, we'll contact you with an update and give you an expected date of response. This will not be beyond 40 working days from when you first made your complaint.
Who to contact
Please detail your complaint in full, and explain how the dispute could be resolved to your satisfaction.
- If you’re dissatisfied with the way your provider has dealt with you, please follow the complaints procedure laid out in your policy document. Alternatively, contact us and we’ll explain the procedure to you.
- If your dispute is with the way Giles has dealt with you, please contact the branch manager of your local office. To find your local office click here.
If, following our investigation and response to you, you’re still not satisfied with the outcome, you may be eligible to contact the Financial Ombudsman Service (FOS). Details will be provided in our response to you.
Find your local branch
